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Guest Services Representative

2 months ago

Monterey, California, United States Greenwood Hospitality Group Full time
Job Overview

Position Level
Entry Level

Location
Greenwood Hospitality Group

Employment Type
Full-Time

Educational Requirement
High School Diploma

Compensation
$18.00 per hour

Job Category
Hospitality - Hotel Management

Position Summary:

The Guest Services Representative is primarily tasked with managing all guest interactions, striving to exceed expectations and fulfill requests. As the initial point of contact for guests, this role is crucial in crafting a positive first impression.

The Guest Services Representative is dedicated to delivering outstanding service to both internal and external guests consistently. This role embodies the values and culture of the hospitality organization.

Key Responsibilities:
  • Possess comprehensive knowledge of and adhere to all departmental policies, service procedures, and standards.
  • Understand the proper maintenance and operation of equipment, using it solely for its intended purpose.
  • Anticipate guest needs, respond promptly, and acknowledge all guests, regardless of the time or busyness.
  • Maintain positive relations with guests at all times.
  • Address guest complaints effectively, ensuring satisfaction.
  • Maintain thorough knowledge of:
    • all hotel features and services, including hours of operation.
    • all room types, layouts, decor, and locations.
    • room rates, special packages, and promotions.
    • daily occupancy and expected arrivals/departures.
    • room availability for any given day.
    • scheduled group activities and their respective locations and times.
    • all hotel and departmental policies and procedures.
  • Access all functionalities of the computer system.
  • Ensure that current information on rates, packages, and promotions is readily available at the front desk.
  • Inspect and prepare all materials and equipment for service readiness.
  • Monitor the hotel entrance and address any congestion issues.
  • Oversee the check-in/check-out process, anticipating critical situations and assisting as needed to expedite guest processing.
  • Review communication logs to ensure timely follow-up on guest requests as per property guidelines.
  • Maintain a tidy and presentable front desk area.
  • Manage guest mail according to established procedures.
  • Ensure express check-outs are processed correctly.
  • Observe guest reactions and communicate frequently with staff to ensure satisfaction.
  • Assist guests with reports of lost or stolen items, adhering to hotel policy.
  • Follow hotel protocols for guest and employee accidents or injuries and in emergency situations.
  • Contact newly registered guests within a specified timeframe after check-in to confirm satisfaction and resolve any issues immediately, documenting each interaction as per procedures.
  • Ensure the security of guest rooms.
The associate is accountable for all responsibilities associated with this position and any additional duties as assigned.

Qualifications

Experience & Education:
  • High school diploma or equivalent.
  • Prior experience in hospitality is required.
  • Any combination of education and experience equivalent to high school graduation or other training that provides the necessary knowledge, skills, and abilities.
  • Previous experience with Windows, Office, and property management systems such as Opera is preferred.
Job Requirements:
  • Must be a U.S. citizen or possess a valid work permit.
  • Excellent phone etiquette is essential.
  • Proficiency in reading, writing, and speaking English is required.
  • Strong computer skills are necessary.
  • Proficient in Microsoft Office programs.
  • Ability to work effectively under pressure.
  • Accurate in following verbal and written instructions.
  • Detail-oriented with a focus on quality.
  • Ability to thrive in a fast-paced environment.
  • Excellent listening and communication skills.
  • Professional appearance and demeanor are expected.
  • Commitment to fostering a teamwork environment.
  • Flexibility to work evenings, weekends, and holidays as needed.
  • Ability to interact effectively with guests and colleagues.
  • Skilled in resolving conflicts diplomatically.
  • Passionate about creating exceptional experiences for all guests.
  • Strong guest and associate relations skills, with problem-solving capabilities.
  • Possess leadership, motivational, organizational, and verbal communication skills.
Working Conditions:
  • Must be able to stand for extended periods, with intermittent walking.
  • Occasional lifting, carrying, pushing, and pulling up to 50 lbs. with assistance.
  • Frequent simple grasping, fine manipulation, and repetitive hand and arm movements; occasional overhead reaching.
  • Ability to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces occasionally.
  • While primarily an indoor role, must be able to walk outside in various weather conditions.
  • Occasional stair climbing, both indoors and outdoors, in different weather conditions.
The physical demands outlined here represent those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

This job description does not imply that these are the only duties to be performed by this employee. The employee will be required to follow other instructions and perform other work-related duties as requested by their supervisor.